Shipping & Returns Policy

Welcome to MrPotter.lk (a subsidiary brand under Bawabha (Pvt) Ltd). Our aim is to ensure your unique clay products reach you safely and that any issues are resolved quickly. Please read our policy below, which governs shipping, complaints, and returns.

Customer Service & Communication

Due to high demand and limited human resources, we have streamlined our communication process.

Method	Detail
Primary Contact for information and complaints	Chat with our 24/7 live chat assistant (via website’s contact us page / WhatsApp or Facebook messenger or website chat widget) for all information and to submit a complaint. If you submit a complaint, our after-sales service team will contact you within a maximum of 48 hours.
Follow-up Contact	Email (contact@mrpotter.lk), WhatsApp +94 712007008
Response Time	We will contact you within 1-2 working days after you submit your complaint form.
Live Calls	Most of the time we do not answer instant calls. We call you back to solve your issues. We are doing this to maintain the quality of service while utilizing our human resources efficiently. So please inquire about anything via chat, and our chat assistant will guide you to the next steps.
Factory & Office	We are located in Kanawa, Kurunegala.

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Local Shipping & Delivery (Sri Lanka)

We partner with CityPak (and other 3rd Party logistic partners) to deliver your orders.

Delivery Times

• Majority of orders are delivered within 1–3 working days (subject to your availability and answering the phone).
• All orders will be delivered within a maximum of 7 working days.

Shipping Rates

Shipping charges are calculated according to the Courier Service fee policies set by our 3rd party service providers. These rates vary based on weight, volume, and delivery location. The final shipping fee will be displayed at checkout. Customer Responsibility for Delivery: You have the sole responsibility to actively answer your phone and communicate with the Courier service provider to facilitate delivery. If the delivery fails because you did not answer the phone, were unavailable, or for any other reason dependent on you, you will be required to pay the courier charge again to have the order resent.

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International Orders: Customs, Duties, and Taxes

All international orders may be subject to taxes and duties imposed by the destination country.

• Duty and Taxes Unpaid: We ship your package “Duty and Taxes Unpaid,” and we do not calculate any local taxes or duties during checkout.
• International Shipping Charges will be decided by the shipping method available at the moment of your order and your destination country.
• Fees on Delivery: Any fees that are due will be collected on delivery of the order.
• Customer Responsibility: Any applicable customs, import, and collection fees are the sole responsibility of the customer.
• Stated Value: Customs authorities require that we state the value of your order directly on your package(s).
• No Control: Taxes and fees are based on many factors (location, material, item value, etc.). We have no control over these charges and cannot predict what they may be, as customs policies vary widely.
• Clearance: If your order requires any additional charges, they must be paid by the customer for the package to clear customs.

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Complaints, Returns, and Exchanges Policy

1. The Complaints Process

Returning or exchanging an item is always subject to a resolved complaint on a case-by-case basis. If you have any issues regarding quality, manufacturing defects, or if we have made an error in fulfilling your order:

1. Submit Complaint: Customer must submit a complaint via the Complaint Form: https://mrpotter.lk/complaint.
2. Provide Proof: A photo of the defect or issue must be attached to the form.
3. Contact: We will contact you via email (mainly) or WhatsApp/Phone (+94 712007008) within 1–3 working days after submitting your complaint.
4. Resolution: We will decide on the appropriate solution (return, exchange, or other) on a case-by-case basis.

2. Returns and Exchanges

• Eligibility: Items purchased on sale or for a specific occasion cannot be Exchanged or Returned under any circumstances.
• Condition: The product must be in unused condition with the price tag attached, along with the purchase invoice.
• Timeline: All product(s) can be exchanged within 7 days from the date of delivery, after the complaint case has been resolved and approved by the company.
• Refunds: See “Order Cancellation & Refunds” below for details on monetary refunds.

3. Return Shipping

• Method: Approved returns always happen via a Courier service.
• Customer Responsibility: The customer is responsible for properly and carefully packing the items before handing them over to the courier.
• Courier Payment: The courier payment (cost of return shipping) is decided by the company according to the reason for the return, the time elapsed, and the final decision made by Mr.Potter.

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Order Cancellation & Refunds

You may request to cancel your order before it is processed. How to Cancel: Chat with our agent via WhatsApp, Website Chat, Facebook, or Instagram. You must provide your:

• Order ID
• Phone Number
• Name used to place the order

Our support agent will immediately hold your order (if it is not yet processed) and forward the complaint to the order handling team to manage the cancellation, change, or refund. Refund Policy:

• Deductions: If a cash refund is approved upon your request, banking and payment processor charges will be deducted from the total refund amount.
  • Deduction Amount: 4% (Payment Gateway/OnePay fee) + Rs. 25 (Bank transfer fee).
• Transfer Method: The balance will be transferred only to a bank account in the name of the customer who placed the order. We will not transfer money to any third-party accounts.
• Store Credit: Refunds can also be issued as store credit, which is often faster and does not incur bank fees.
• Timeline: Our order handling team will contact you over WhatsApp and handle your case within 1–3 days.

Company Right to Cancel: Mr.Potter reserves the right to cancel orders for any reason, including but not limited to quality concerns, suspicious account activity, or if the item ordered is not available in stock.

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Colour Disclaimer

We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, the actual colours you see will depend on your screen quality and colour settings. Therefore, we cannot guarantee that your screen’s display of any colour will accurately reflect the colour of the product on delivery.